9. AVAILABILITY AND DELIVERY
9.1 If you have any questions regarding our delivery locations, please contact our customer care team via the various methods detailed on our Website. All non-mainland UK territories including (but not limited to) GY, JE, IM, will incur a surcharge. Customers will be notified of the relevant surcharge before placing an order.
9.2 HelloFresh (or our authorised couriers) will not be able to be delivered to a limited number of postcodes, please check our website for further details.
9.3 Delivery windows stated on our Website or via Email are an indication, and not a guarantee of delivery within these hours. We reserve the right to deliver your box at any point on the day of delivery set out in the dispatch confirmation for mainland UK territories.
9.4 Orders to be delivered to non-mainland UK territories (including highlands) may be transported by ferry or via less accessible transport routes. We will endeavour to deliver your box on the delivery day set out in the dispatch confirmation, however we are unable to guarantee that your box will be delivered on the delivery day due to factors outside of our control (such as ferry timetables and/or cancellations, or severe adverse weather conditions) and our contractual obligation to you will be fulfilled where we deliver your box to you at any point up to one (1) day after your scheduled delivery day. If transportation prevents, hinders or delays delivery of your box for a period of more than 1 day after your scheduled delivery day, we will compensate you accordingly for any directly incurred loss in line with our internal policies and procedures.
9.5 Please note that from January 2023, HelloFresh will be trailing its own refrigerated last mile delivery fleet (“Own Fleet”) to a limited number of postcodes in the UK and for certain customers who select and pay a surcharge for a specific delivery window. If such circumstances apply to your order, you will be notified at the point of sale (or as soon as reasonably applicable after). Please note that some Own Fleet deliveries may be made without ice packs, or some secondary packaging in the boxes. The purpose of such is to reduce the environmental impact of our products on the planet. As a result of this (and with respect to any Own Fleet deliveries only) you will need to ensure that you, or an authorised person over the age of 18, are at home for the entirety of the delivery window so that delivery can be completed without any leave safe instructions. If delivery cannot be completed in the applicable delivery window (for any reason), we may (at our discretion) take reasonable steps to attempt redelivery on the same day, and/or deliver in accordance with your verbal and/or written instructions, provided at your own risk to our delivery drivers or customer care agents. HelloFresh will not be liable in any way for any loss or damage suffered as a result of complying with customer delivery instructions, or in circumstances where any Own Fleet deliveries cannot be completed. You are obliged to bear all expenses related to aforesaid default of acceptance.
9.6 Delivery will be completed when we, or our authorised courier company, deliver the Products to the address you gave us. If no one is available at your address to take delivery, we, or our authorised courier company, will follow the delivery instructions provided to us by you. If no leave safe instructions are specified, the order will be left in an area that the authorised courier company considers safe.
9.7 The leave safe location specified by you shall be within the area of the delivery address and shall be accessible to the courier. We will endeavour to follow any delivery instructions you provide but this cannot be guaranteed.
9.8 We, or the courier company may try to contact you on the telephone so that delivery can take place. The delivery driver will use the telephone number associated with your account, which may also be printed on the delivery label.
9.9 HelloFresh’s obligation to deliver the box shall be fulfilled once the courier delivers the box at the safe spot specified by you or the box is considered safe by us, or the courier.
9.10 Apart from Own Fleet deliveries, if the personal handover of the box is not possible and no leave safe is available HelloFresh may also deliver the box to a nearby household or business. A household or business shall be regarded ‘nearby’ if the recipient resides in the same building as the original addressee. In addition, the box may also be delivered to a recipient residing in proximate walking distance to the delivery address (e.g. same housing complex, building on the opposite side of the street, next-door building). All aforementioned nearby households and businesses are subsequently referred to as “neighbours”.
9.11 The customer will be notified of such delivery to a neighbour by delivery notice or via email.
9.12 If neither a personal handover nor a delivery to a neighbour is possible, you will be in default of acceptance.
9.13 HelloFresh will not attempt a further delivery. You are obliged to bear all expenses related to aforesaid default of acceptance.
9.14 HelloFresh reserves the right to change your delivery date with prior notice. If we have left your Products in your safe place, or another place deemed safe by our driver, and they are stolen or damaged, we do not accept liability, but may offer you a refund or other compensation at our complete discretion.